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|Title: ||The relationship of service quality, customer satisfaction, and purchase intention : an example of Taiwan high speed rail|
|Other Titles: ||服務品質、顧客滿意度及購買意願關係之研究 : 以臺灣高鐵為例|
|Authors: ||江秉翰;Chiang, Ping-han|
|Keywords: ||高速鐵路;服務品質;顧客滿意度;購買意願;Taiwan High Speed Rail;Service Quality;Customer Satisfaction;Purchase Intention|
|Issue Date: ||2010-01-11 03:33:47 (UTC+8)|
Taiwan High Speed Rail (THSR) was officially operational in January 15th, 2007, joining city to city transportation market services in western of Taiwan, allowing people to have another choice of transportation from Taiwan railways, buses, and aviation. Furthermore, THSR provides taxi stands, bus transferring service, and car rentals, not only it is convenient for people to go outdoor for leisure and recreation, but it also helps the congested freeways restored to normal traffic flow. This rapid growth of city to city transportation market demand, leads Taiwan into “One-Day Living Circle” life style. Moreover, out of THSR’s seven characteristics, energy saving - for every kilometer that an automobile travels, the energy cost is eight times greater than THSR, and five times greater for every kilometer an airplane travels; and low pollution - the operation of THSR is by electrical power supply, therefore its pollution is reduced to very minimum, are two most important characteristics. On the other hand, due to the reason of energy shortage, which caused the increasing price of international oil from the end of year 2007; and in July 2008, the international oil price reached the climax of $147 U.S. dollars per barrel, largely affecting public transportations that use heavy loads of oils.
The research results found out that THSR’s service quality, customer satisfaction, and purchase intention has significant positive correlation, meaning the higher the service quality, the higher the customer satisfaction and purchase intention; THSR’s service quality to purchase intention has significant positive influence, which customer uses money or item to trade with tangible or intangible products, and self-evaluate its own exchange behavior whether or not has reached the same level of return; The finding of THSR’s customer satisfaction to purchase intention has significant positive influence, which the higher the customer satisfaction, leads to the higher the customer loyalty, repurchase intention, positive word of mouth, competitive advantages, and market share; THSR’s service quality and customer satisfaction to purchase intention has significant positive influence, this finding is organized according to the above issues as the higher the service quality and customer satisfaction, the higher the purchase intention of customers.
|Appears in Collections:||[管理科學學系暨研究所] 學位論文|
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